Homewood Suites by Hilton Charlotte/SouthPark
Despite my not so pleasant experience during a portion of my stay, Dorothea is the best thing going for this Homewood Suites location. She always goes above and beyond. I would like to see other front office staff (especially those individuals in a supervisory role) be a little more accommodating. A small kind gesture and willingness to accommodate will go a long way. A message has been left for the GM with no follow-up. Thank you but no thank you.....It will be better to stay at a property where Hilton Honors members are valued.
1) First room I was assigned had not been cleaned. 2) After getting assigned another room found out there was no hot water. 3) Management failed to properly compensate for major inconveniences. (Would have given one star for service based on management but added a star for Anthony the gentleman working the evening I checked in.) 4) Area is nice but very noisy from road traffic.
I booked a hotel room this past weekend on 4/22 . The front desk receptionist was very nice but received the wrong suite . Also the next morning as I was getting dressed with the family the alarm came on and we didnt have a chance to get ourselves together , I was extremely disappointed.
I can't say enough good things. And the reason I can't say enough good things is because of Rashad. I had a difficult check in, had to be moved due to a plumbing issue, only to have another plumbing issue in the second room in the morning. I was dreading check-out because the night before had been handled in a fairly gruff fashion and I wanted some compensation for what was a rather dismal stay (I've had good ones there in the past, though!). But then Rashad saved the day! He was warm, kind, understanding and when I mentioned I'd had a rough stay, he asked for more information in such a genuinely caring manner than I knew I was in good hands. He took care of me with such ease that I almost wished I wasn't checking out. Then, a little while later, I thought back on a previous stay when someone had gone out of their way to make a good stay even better... I'm pretty sure it was Rashad who took care of us then, also. He is a true customer care asset. And because of him, I have nothing but good feelings about this location and I will definitely be back.
First the good: Kudos to Sharon at the front desk for finding us a room when we were advised the hotel was oversold. Also, the room was quiet and comfortable. However, we continue to be disappointed is the disappearing amenities Post Pandemic: no more newspaper, only one manager's reception per week, and a very sub-par breakfast offering. The coffee was particularly bad. This in combination with steeply increased prices is a bad combination. Getting less for more is not good.